Refund policy

1. Scope & Agreement

This Cancellation and Refund Policy applies to all orders placed on fortishealth.co, secure.fortishealth.co and try.fortishealth.co. It forms an agreement between you and Gargantua Brands LLC, which does business as Fortis Health (“we”, “us”, “our”). Placing an order means you have read this policy in full, understood it and accepted it. Please read it alongside our Shipping Policy and Terms of Service.

2. Order Cancellation

2.1 Cancellation Window

You can cancel an order within 6 hours of placing it. After 6 hours, your order may already be packed or on its way, and we can no longer promise to stop it. Before you pay, check your products, quantities, shipping address and prices carefully, because mistakes in those details are yours to catch.

2.2 How to Request a Cancellation

Send your cancellation request to hello@fortishealth.co before the 6 hours are up. Requests that come in later, or through any other route such as Facebook comments or messages, chat or an outside app, won’t be accepted.

2.3 Orders Already in Fulfillment or Shipped

Once your order is being packed or is on its way, it can no longer be cancelled, and sections 3 to 6 on returns and refunds apply instead. We have no duty to stop a parcel with the carrier or have it sent back to us.

If you refuse delivery, or the parcel comes back to us as undeliverable, we treat it as a return. We refund it once it’s back with us, minus our shipping costs both ways.

3. Refund Eligibility

3.1 90-Day Money-Back Guarantee

Every Fortis order is covered by a 90-day money-back guarantee, except opened consumables (see 4.5). The 90 days are counted from the day the carrier’s tracking shows your order as delivered. To get a refund under the guarantee, you must meet all of these conditions:

You used the product as directed for 30 days in a row or more, starting from delivery
You ask for the refund no later than 90 calendar days after delivery
You can prove your purchase with your confirmation email, receipt or order number
You can show or confirm that you followed the product’s instructions and usage guidelines

The 30-day wait doesn’t apply if your product is unused and in its original packaging, if a condition listed in the safety cautions of your manual applies to you, or if your doctor tells you not to use it. In those cases, you can ask for a refund any time within the 90 days.

3.2 Mandatory Minimum Trial Period

Our products are built to work with regular daily use over time, and a few days isn’t enough to judge them. So any refund request made before you’ve used the product for 30 days will be turned down. The 30 days are counted from the delivery date the carrier confirms, not from the day you ordered or the day it shipped, unless one of the exceptions in 3.1 applies.

3.3 Proof of Usage

We can ask for reasonable proof that you used the product before we approve a refund. For example, photos that show the product has been used, a few sentences on how you used it, or anything else we reasonably need to see. If you can’t provide it when asked, your refund may be refused.

4. Return Process

4.1 Initiating a Return

Email hello@fortishealth.co to request a return before you ship anything. We’ll reply with your return approval and instructions. Write your order number clearly on the outside of the package. Returns sent without our approval will be refused, and we’re not responsible for them or for what you spent sending them.

4.2 Return Shipping

All costs of sending a return are yours. That covers postage and carrier charges, tracking and insurance, plus any duties or taxes charged at import. We strongly suggest a tracked, insured service, because we can’t be held responsible if a return goes missing, arrives damaged or runs late. An untracked return that doesn’t reach us won’t be refunded.

4.3 Return Address

Ship authorized returns to:

Intersection of Shugang Avenue and Qunying Road, Jiaojiang District (2nd Floor, Building 2, Dongying Trade), Zhejiang, Taizhou, 318000, China

4.4 Condition of Returned Products

Send back everything that came in the box: all parts, accessories, packaging and printed guides. If what comes back shows misuse, rough handling, modifications or damage you caused (beyond the normal wear of using it), we may cut the refund or refuse it, as we see fit.

4.5 Consumable & Hygiene Products

For hygiene reasons, creams, supplements and other consumables can’t be returned or refunded once they’ve been opened. The 90-day money-back guarantee does not apply to opened consumables. Unopened jars and bottles in their original sealed packaging can be returned for a refund within 90 days of delivery. If a product arrives damaged or you receive the wrong item, section 8 applies. Used SignalCalm electrode pads can’t be returned either, so keep them when you send a SignalCalm back.

5. Refund Processing

5.1 Inspection & Approval

We inspect every return when it arrives to check it meets the rules of this policy. Based on what we find, we decide whether to approve or refuse the refund, and that decision is ours alone. Refunds aren’t guaranteed, and each case is judged individually.

5.2 Refund Method & Timeline

Approved refunds are sent back to the card or account you paid with. Your bank or card company may take 7 to 12 business days after approval to show it. Delays on their side are outside our control.

5.3 Deductions from Refunds

Before we send a refund, we subtract:

Any paid shipping upgrade like priority shipping
The full retail value of any free bonus items you keep

6. Refund Limitations & Grounds for Denial

We can refuse or lower a refund in any of these cases:

Your request came in after day 90
You hadn’t finished the 30-day minimum
You didn’t use the product as instructed
You couldn’t prove your purchase when asked
You couldn’t show proof of use when asked
You sent the return without our approval
Parts, accessories or printed guides were missing
The product was misused, modified or damaged by you
An untracked return got lost or never arrived
Your past returns or refund requests point to abuse
A chargeback or bank dispute is already open for the order

We can also refuse any request that, in our judgment, looks fraudulent or abusive or goes against this policy.

7. Exchanges & Replacements

7.1 Defective or Faulty Products

If your product arrives faulty, we can choose to replace it rather than refund it. Whether a product counts as faulty is our call. Cosmetic marks, slight differences in look and normal wear from use don’t count.

7.2 Mandatory Replacement Trial Period

If you get a replacement, you must use it as directed for 30 days in a row before a refund becomes possible. The count starts when the carrier confirms the replacement was delivered. Requests made sooner will be refused.

7.3 Refusal of Replacement

If you say no to a replacement and insist on a refund right away, we can refuse the refund. Saying no to a replacement we’ve offered to fix the problem ends your claim to a refund on that order, unless we take the offer back.

8. Damaged or Incorrect Orders

8.1 Reporting Requirements

Check your order the day it arrives. If something is damaged, faulty or not what you ordered, tell us within 72 hours after the carrier confirms delivery. Later reports may not be accepted. Include:

Your order number and proof of purchase
Photos that clearly show what’s damaged, faulty or wrong
Photos of the shipping box and any inner packing
A short note explaining what happened

8.2 Resolution

When we’ve confirmed the damage or the packing mistake, we decide the fix, as we see fit: a new unit, a full or partial refund, or store credit. We may ask for the item back before we settle the claim, and in that case we pay the return postage.

9. Chargebacks & Payment Disputes

Please talk to us before you raise a dispute with your bank, card issuer or payment app. We’d much rather fix things with you directly.

Raising a chargeback or dispute before you’ve contacted us and given us at least 10 business days to sort it out goes against this policy. If a chargeback is raised, we may:

Challenge it using our payment records, tracking, delivery confirmation, emails and proof of delivery or use
Suspend your account at once and deny any refund request still open
Block you from ordering from us again, for good
Report the dispute to fraud-prevention services
Go after the disputed amount, our chargeback fees, admin costs and legal fees, through collections or in court if needed

A chargeback on an order that tracking shows as delivered, or on an order where you skipped the refund steps in this policy, can be handled as fraud.

10. Seasonal & Holiday Orders

Orders placed from November 15 to December 31 each year also fall under these terms:

If you order after December 1, we can’t promise arrival before Christmas or other holidays
Slower holiday delivery by carriers doesn’t entitle you to cancel, get a refund or file a chargeback
Our normal 1 to 2 business days of processing may take longer in peak weeks, and we’ll tell you about any big delay
Every normal return and refund rule stays in place

11. EU & UK Consumer Rights

11.1 14-Day Withdrawal Right

Customers in the European Union or the United Kingdom may cancel a purchase within 14 calendar days of receiving it, with no reason needed. This right comes from consumer law, including the EU Consumer Rights Directive 2011/83/EU and the UK Consumer Contracts Regulations 2013.

11.2 Exercising the Withdrawal Right

Within those 14 days, email hello@fortishealth.co. State clearly that you’re cancelling your purchase and give your order number.

11.3 Return Obligations Under Withdrawal

Return shipping is on you. Send the product back within 14 calendar days of your email, in the condition and packaging it arrived in. If it has been handled more than you’d need to check what it is, what it does and how it works, we may deduct the drop in value from your refund.

11.4 Relationship to 90-Day Guarantee

This right exists apart from our 90-day guarantee, and you can use whichever suits you better. You can’t combine them, though: using either on an order means giving up the other for that order.

12. Abuse of Policy

We track returns and refunds to keep this policy fair. If your account shows signs of abuse, such as returning again and again, often claiming orders never arrived, filing several chargebacks, or trying to keep a product and get your money back, we may:

Refuse any refund you ask for now or later
Close your account for good
Report you to fraud-prevention services
Take legal steps to recover what we lost

13. Limitation of Liability

As far as the law allows, our liability for any order is capped at what you paid for that order. We aren’t liable for indirect or consequential damages of any kind, including special, incidental or punitive damages, lost income or profit, lost data, injury to a person or damage to property, that come from using our products or not being able to use them, on any legal theory.

We don’t promise any particular result. Results differ from person to person, and our products are not intended to diagnose, treat, cure or prevent any disease or medical condition.

14. Severability

If a court decides any part of this policy is invalid or can’t be enforced, every other part stays in force. The part in question will be adjusted only as far as needed to make it valid, while keeping what it was meant to do.

15. Governing Law & Jurisdiction

Wyoming law governs this policy, setting aside any rules that would point to another state’s law. Any dispute about it belongs exclusively in the state or federal courts of Wyoming, and by placing an order you accept those courts’ jurisdiction over you.

16. Modification of Policy

We can change or replace this policy whenever we need to, without telling you first. Changes count from the moment they’re posted, so check back now and then. Your order falls under the version that was posted when you placed it.

17. Contact Information

Questions about cancellations, returns or refunds: hello@fortishealth.co

Returns address: Intersection of Shugang Avenue and Qunying Road, Jiaojiang District (2nd Floor, Building 2, Dongying Trade), Zhejiang, Taizhou, 318000, China

Placing an order with Fortis Health means you accept all of this Cancellation and Refund Policy.